Most companies say they’re customer centered organisations. Then they measure: internal efficiency short-term sales campaign ROAS quarterly targets And customers feel the gap. Customers First came from watching this happen over and over. Customer-first isn't the intention. It’s behavior. It’s what your team does when: a policy collides with a person a process creates friction service is inconvenient “nobody...
A lot of brands try to “build loyalty” with rewards. Points. Discounts. Perks. Those can help, but they’re not a sense of belonging. They’re incentives. Loyalty, the real kind, is closer to what you see in Cult Brands: Customers don’t just buy.They identify. They feel belonging. They feel seen. They feel...
My second book was born from a simple observation: People talk.Constantly.About everything. And it’s not random. In Why We Talk, I explain the core idea:Humans are wired to share what helps us make sense of the world. That means the biggest growth engine is often not an ad platform. It’s...
Here’s a question that reveals whether a brand is playing checkers or chess: Why do the biggest brands in the world still spend hundreds of millions on advertising they can’t track? Nike doesn’t buy billboards, Olympic sponsorships, or global TV expecting a direct conversion tomorrow. Apple doesn’t run...
In the year 2000, I was standing in the middle of F.A.O. Schwarz in New York City. The famous toy store. The Tom Hanks piano. The magic. And yet, something felt off. There were plenty of people… but not enough buyers. It looked like a brand with a full...
Hi, I’m BJ Bueno. If you’ve been on this list for a while, you’ve seen my name a hundred times. Helped brands. Wrote books. Built frameworks. We talked about loyalty. So why am I reintroducing myself? I want to welcome all the new readers, today over 6000 CEOs of...
Hi there, and Happy New Year! To kick off the year, I wanted to send you a small gift I made for leaders who are building brands in a noisy world: Cult. Creative.A deck on how storytelling helps brands earn trust, create belonging, and turn customers into...
Carl Jung warned us long ago,“People don’t have ideas. Ideas have people.” And this is the part of marketing we still don’t talk about enough. We like to think we shape campaigns…But campaigns shape culture.We think we influence consumers…But the narratives we create influence identity.We think marketing...
Every leader hits moments where the spark feels a little dim.Your energy dips.Your patience thins.Your decision-making slows down.Your creativity just… isn’t firing. If any of that feels familiar. You’re due for an upgrade. Leadership isn’t a fixed identity. It’s a living system. And like any system, it...
“Do your best, always.” — Don Miguel Ruiz, The Four Agreements I love that line because it reminds me that “our best” isn’t something we find later. It’s something we choose in small ways right now. We all have a funny relationship with tomorrow.Tomorrow I’ll work out.Tomorrow...